myServiceline

Problems can happen at all times of the day or night. The hospitality industry is a continuous operation so it is important your support is there for you whenever you require it. Our out of hours engineers are available 24/7 for urgent faults, but sometimes you just want to report an issue whilst it is quiet, before other issues take over or you have a question and don’t want to wait till the office is open. myServiceline is our dedicated customer self help portal, providing personalised access to your account across individual and multiple establishments 24 hours a day 7 days a week.

Kitchen safety and corporate social responsibility are key areas of concern in these increasingly litigious times, myServiceline holds all the essential information and documentation in one place; the portal is updated live when we carry out any maintenance or repair work.

The myServiceline portal is made up of several modules providing different areas of assistance, accessible at any time.

Report Fault : Reporting a fault is the first step in getting the issue resolved and the Report Fault tab provides an easy way, in addition to our helpdesk, for you to log a new job with us such as a breakdown on a piece of equipment. Correct identification of the exact piece of equipment allows the engineer to know the likely parts needed and in some cases allows advise to be given over the phone to help get the equipment up and running quickly. To make this easier there are several ways of identifying the equipment in the portal, by manufacturer, by location or our recommended method the Unique Reference Number (URN) which is attached to all pieces of equipment under contract. Further confirmation is given by model and serial number to give reassurance.

Recent Jobs : Keeping updated with ongoing work is the reason for the recent jobs section, giving you a clear and concise view of the current reactive work we are carrying out for you. All open breakdown calls are listed alongside jobs recently closed, showing information such as site, product, fault and estimated fix date. From this section you can drill down into detailed job and equipment history including the engineers field service reports.

Estimates : Sometimes equipment requires parts that are not available from van stock, if the value of these parts exceed the authorisation amount you have set we issue an estimate for approval, giving you visibility and control before committing to expenditure. This section brings together all of the open estimates for your account into a single view allowing you to both review and accept them straight from the portal.

Equipment : Reviewing the history of your equipment is carried out with the Equipment module, from here you can access all of your sites and equipment. In addition to being able to directly report a new fault with a piece of equipment you can see details of the equipment, a summary of previous jobs on any equipment item as well as any open estimates.

FGas : To assist our partners in their FGas record keeping we provide a report of the gas capacity for equipment as well as a sum of gas added and reclaimed from the equipment by our engineers.